From the Blog

If listening is half of communicating, it should be half of what employee communicators do

Listening to employees should be an internal communications responsibility

An employee at an A&W root beer stand near the airport in Washington, D.C. noticed something interesting. Some customers were dropping the meals and snacks they bought into their carry-ons. The behavior increased over time. The employee told his boss about it and his boss listened, adding a new service: delivering boxed lunches to planes on the tarmac. That led American Airlines to start ordering the prepackaged lunches for 22 flights daily. Since then, the service has expanded to more than 100 airports, bringing revenue to the franchise root beer stand it might never have seen had it not been for an observant employee and a boss… Read More »

FIR #49: Billing for winning

For Immediate Release

Cross-posted from the FIR Podcast Network

Today’s panel features internal communications thought leader Rachel Miller, metrics queen Katie Paine (cousin of an Olympics bronze medalist), and PR veteran Jen Phillips. Our conversations covered…

  • The crisis management (or lack thereof) from Ryan Lochte, Olympic gold medalist and gas station restroom vandal
  • The less well-known crisis the St. Paul School in New Hampshire is experiencing following media coverage of a lawsuit the school filed demanding that an underage sexual assault victim disclose her name
  • A survey revealing the internal communications challenges facing U.K.… Read More »

Friday Wrap #181: Another nail in the G+ coffin, preparing for Gen Z, waiting for the content crash

I extract itemsfor the Friday Wrap from my link blog, which you’re welcome to follow.. To make sure you never miss an issue, subscribe to my weely email briefing.


Google Plus takes another hit—Google has been marginalizing Google Plus for some time and the trend continues with the announcement that G+ Hangouts on Air will be discontinued as of September 12. Instead, Google is moving Hangouts on Air to YouTube Live. Several of Hangouts on Air’s best features aren’t making the transition, notably the Q&A tool. Google suggests you use the Q&A feature in Google Slides instead. The takeaway: Google Plus is dead. It just hasn’t… Read More »